Information Technology Services

Information Technology Services (ITS) provides computing, networking, and technical support services to the 칙뭣눈첵 community. We plan, implement, and manage all campus IT needs�밼rom email and web services to virus removal and hardware repairs. The IT Service Desk should be your first point of contact for technical assistance. Walk-in customers are always welcome but, please consider a scheduled appointment. 겐농깎桂 is also available 24 hours a day, 7 days a week. The self-help portal will allow you to request assistance from ITS via a simple web form.

You can also consult , a repository of helpful information, guides, and services provided by ITS.

What We Do
Purchases
Classrooms and Labs
Networking Facilities
Maintenance Calendar
Our Staff

What We Do

칙뭣눈첵�셲 ITS division consists of five distinct units:

Academic Technology Support (ATS)
Client Technology Support (CTS)
Enterprise Systems and Applications (ESA)
Networking, Infrastructure, and Systems (NIS)
Auxiliary IT Services (AUX)

ATS handles most aspects of more than 110 computer labs and 15 smart classrooms on campus. We maintain the computers in each space by installing software and updates, updating computer hardware, and configuring Windows and Mac computing environments to suit the needs of instructors. Additionally, ATS installs, maintains, and upgrades classroom audio visual equipment including projectors, document cameras, smart boards, sound systems, and more. We maintain an emergency help line for immediate assistance in a lab or classroom. ATS also offers training sessions on classroom equipment upon request.

Faculty, staff, and students are likely most familiar with our end-user support services including the IT Service Desk. In addition to user support, CTS also manages the over 1600 computers on the 칙뭣눈첵 campus. Through the Computer Refresh Program and CPI, CTS upgrades and replaces approximately 1/4 of the computers on campus each year.

ESA is responsible for implementing enterprise systems to meet the strategic goals of the university.

Systems support to Student Information, Finance, HR, Payroll, Alumni, Development, Financial Aid, and Identity Management.
Security of institutional data
Portal services for Students, Faculty, Employees and Development Officers
Development, integration and maintenance of systems ancillary to the ERP systems
Development and maintenance of reporting dashboards and reporting tools
Web interfaces to enterprise databases
Management and archiving of institutional data

Additionally, Network and Infracture manages the virtual infrastructure upon which most of the university�셲 servers run. We also provide systems administration services for both Windows Server systems and Linux Server systems. Since 2007 we have grown from around 20 �쐓tand alone�� servers to over 90 servers running in a virtualized environment.

AUX provides support for many major systems across campus.

OneCard
Web application development
Printing Fleet Management
Telecommunications
ITS purchasing
Website Development
Campus Security
Technological Guidance & Planning

NIS has two primary areas of responsibility �� the campus networking infrastructure and central core systems. Networking involves the design, implementation, maintenance, support and enhancement of the campus network. This includes the physical network infrastructure, network electronics, network management tools, bandwidth management, security and firewall management. A combination fiber optic and CAT5e UTP backbone provides switched Ethernet connectivity to all campus offices, classrooms, and residence hall rooms in addition to a high speed link to the external Internet. Secure wireless access is provided in all academic spaces, as well as in the residence halls. Infrastructure & Systems includes systems management, systems programming, operating systems and hardware maintenance for specific central core servers. NIS manages the campus network, a fiber optic backbone that connects all campus buildings and provides high-speed connectivity to all spaces on campus where people live, learn, and work �� residence hall rooms, classrooms, offices, and common areas.

NIS performs systems programming & management for several different central core server platforms. These core servers support campus services such as: domain name service, user authentication, and network, administrative, and student services. NIS installs new systems software releases and recommended patches on the central core systems, implements security procedures for system files and application programs, monitors and enhances system performance, and installs and maintains a number of third-party systems software packages, including several networking software packages. Networks and Infrastructure staff oversee daily and weekly backup of the central core systems, archiving/restoration of file systems, and maintenance of the backup environment.

How to Purchase IT Related Hardware, Software, & Services

ITS provides IT-related purchasing assistance to academic and administrative departments for computers. IT-related peripherals can be purchased by departments without pre-approval.

ITS manages software licensing for campus site-licensed software and works with departments to ensure that software is licensed, legitimate, and up-to-date.

Personal purchases are not supported. Employees and students can .

Computers: Must be purchased through ITS. Please contact혻helpdesk@unca.edu혻to begin the process.
Computer혻Peripherals혻(Monitors, Mice/Keyboards, Adapters, Webcams, Etc.): Can be purchased by your department. Contact혻helpdesk@unca.edu혻for assistance identifying a product that fits your needs or for help setting up your purchase.
Desktop Printers: Are not supported by ITS. Please contact혻helpdesk@unca.edu혻for problems with the campus printer fleet.
Software and Software as a Service (SaaS) solutions: Must be reviewed by General Council and Information Security Officer before purchase. Contact혻helpdesk@unca.edu혻to begin the review process.

Purchasing Enterprise Software

Auxilliary IT Services (AUX) is charged with coordination and approval authority for the purchase of enterprise applications; these are applications that involve the use or download of institutional data.혻The purpose of this approval authority is to ensure that university funds are not spent on products which cannot be integrated, or for which not enough campus resources exist to implement and maintain the product. AUX will evaluate software applications혻 and will work with the requesting department to resolve issues of support, expectations,혻 and timeframe of implementation before making a recommendation to the Purchasing Office to proceed with the purchase. Please note that IT purchases not in the category of Enterprise Applications should following the guidelines outlined in IT purchasing.

Examples of software needing approval by AIS include:

Software using student information from Banner
Software updating information in Banner
Software which will reside on a 칙뭣눈첵 server
Software which will require a business analyst to assist in implementation or on going maintenance
Software with credit card payment utility

Classrooms and Labs

Technology-enhanced, or �쐓mart��, classrooms are learning spaces with integrated technology for use in pedagogy. The typical smart classroom has a computer, projector, projection screen, DVD / VHS player, sound system, and podium with AV controls and laptop connections. Some specialized classrooms have document cameras, smartboards, and other equipment relevant to the coursework or discipline being taught in the space. ITS works with faculty, departments, and vendors to provide classroom technologies that are functional, dependable, easy to use, and consistent across the entire 칙뭣눈첵 campus.

ITS provides technical support and management for approximately 110 smart classrooms across the 칙뭣눈첵 campus. Please contact the ITS Help Desk혻for technical assistance with a smart classroom.

Most computer labs on the 칙뭣눈첵 campus are open to all faculty, staff, and students when the facilities are not in use for a class. Computer lab patrons must be able to produce a current, valid 칙뭣눈첵 ID (OneCard) if asked. Activities in the computer labs are subject to the 칙뭣눈첵 Student Computing and Network Usage Policy and Faculty/Staff Computing and Network Usage Policy.

Public computers in Ramsey Library and Highsmith Union can be used at any time the buildings are open.

ITS provides a basic set of applications in every computer lab. Specialized software may only be available in particular labs. All labs are configured to prevent혻 changes to the computer and혻 erase all saved files when the machine is rebooted. �쏞ourseware�� and other specialized software required or requested by academic departments must be supplied, with proof of ownership, by the requesting department at least 3 weeks prior to the beginning of the semester. Before making any software purchases intended for lab installations, please contact the ITS Help Desk to schedule a consultation with our Lab Managers.
Lab patrons혻must혻save their work to Google Docs, a USB key, or other external storage to avoid data loss. ITS cannot retrieve data lost in the computer labs.

In the event of inclement weather the university will make the decision to cancel or delay classes, and announce it via email, text-message, and the혻Bulldog Alert webpage. In the interest student safety, the labs will operate as follows:

On a Delayed Start schedule the Labs will operate on the same delayed schedule.
If classes are cancelled the labs will be closed.

Networking Facilities

칙뭣눈첵 recognizes the vital role the Internet plays in education. ITS supports university-wide network connections, from ethernet connections in individual dorm rooms to widespread wireless access. The 칙뭣눈첵 backbone is connected to the Internet through a 1Gb channel, provided by the Microelectronics Center of North Carolina (MCNC). The MCNC network, NCREN (North Carolina Research and Education Network) utilizes fiber optic circuitry to provide 칙뭣눈첵 with a high bandwidth connection to other UNC campuses and to the larger Internet. Networks and Systems designed the campus backbone with significant excess capacity to support future applications such as campus video distribution, voice applications and building controls systems. 칙뭣눈첵 redesigned and implemented a complete network equipment refresh and implementation of a VOIP Unified Communications System for the campus during the spring of 2009. All academic buildings and dorms are wired with CAT5 cable, and support speeds of 100Mb/s. Wireless access is provided via 802.11g (54Mb/s) access points.

In 2009, the 칙뭣눈첵 signed a lease with NWN Corporation on behalf of Cisco Systems for a Voice Over Internet Protocol (VOIP) phone system. The following types of phones were agreed upon for use by 칙뭣눈첵 personnel.

Model 7911
Model 7942
Model 7962
Model 7937 (Conference Phone)

For assistance with CISCO VOIP telephones, fax lines, emergency telephones or elevator telephones, please contact the IT Service Desk at (828) 251-6445桂늡곶桂helpdesk@unca.edu.

To connect to the 칙뭣눈첵 wifi network, your computer or device must be configured while on campus. Guests on campus may혻.

Please note that while we are happy to assist in getting you connected to campus wireless, ITS does not otherwise support personally owned equipment.

Need help getting online? Call the ITS Service Desk at (828) 251-6445, or send us an email at helpdesk@unca.edu.

칙뭣눈첵 utilizes the XpressConnect software to automate your connection to the campus wireless network. The Cloudpath setup must be performed on campus while connected to �쏹NCA_Guest�� network.

Connect to the �쏹NCA_Guest�� network.
넝쓩끅쓩넨桂혻in your web browser.
Follow the on-screen instructions.

If you have trouble connecting to the wireless network please visit the ITS Service Desk (located in the Ramsey Library behind the Reference Desk).

Need help getting online? Call the ITS Service Desk at (828) 251-6445, or send us an email at helpdesk@unca.edu.

The following is a brief description of the wireless networks (SSIDs) you�셪l see on campus.

UNCA_Setup: This is the first network new devices connect to in order to be setup/configured for the other wireless networks below.
eduroam: This is the primary, secure wifi network for current students, faculty, and staff.혻 This network is certificate based and utilizes EAP-TLS, one of the most secure wireless technologies available. Access is valid for 1 year.
UNCA_PSK: This network is for devices that do not support advanced network encryption, such as older computers and many gaming consoles. The UNCA_PSK network provides less secure, and lower-priority connectivity. Access is valid for 6 months.
UNCA_Guest: This network is for guests. Access is limited to basic internet (web and email) only.혻This network should혻꾈늡넨桂be used for university business or with sensitive personal information.혻Access is valid for up to 7 days.

802.11b/g/n and 802.11a/n/ac wireless are currently available in the following areas:

Ramsey Library
Highsmith Union
Brown Hall
Reuter Center
Phillips Hall
Karpen Hall
Rhoades/Robinson Hall
Zeis Hall
Whitesides Hall
Zageir Hall
Owen Hall
Mullen & James Humanities Lecture Hall
Carol Belk Theater
Weizenblatt Campus Police
Health and Counseling Center
Lipinsky Hall
Willma Sherrill Health & Wellness Center
Justice Center
Steam Studio
Observatory
Governors Village (Ashe, Gardner, Hoey, Moore, Scott)
Residence Halls (Founders, Mills, South Ridge, West Ridge, Governors, Overlook)
The Woods Apartments

Contact the Service Desk

Contact the Service Desk by sending an email to혻itservicedesk@unca.edu, or calling (828) 251-6445. Schedule an appointment using our online appointment form.

Office Hours are Monday-Friday, 8:00 am – 5:00 pm

104 Rhoades Robinson Hall, CPO 2410
1 University Heights
Asheville, NC 28804
(828) 251-6445